Zara Fading Black Trousers and Rude Customer Service Experience
I bought two identical black trousers from Zara’s Ankamall branch on 29.08.2024, about 40 minutes apart. When purchasing, I was assured that they would assist me with any issues, including fading. However, within less than a month, one pair of trousers faded and became stiff. I washed them according to the care label instructions, using quality detergent, air-dried them indoors away from sunlight, and never used a dryer. Shortly after, the second pair also started fading.
When I returned to the store to report the issue, the polite and helpful attitude I initially encountered was gone. Instead, I was met with rude and disrespectful staff. They brought in someone who claimed to be a "product review manager," but this individual was argumentative, unhelpful, and condescending. He rudely pointed out that the label warned about discoloration in seven languages, completely ignoring the distinction between normal discoloration and black trousers turning gray and losing their structure. This lack of basic understanding and professionalism was appalling.
Rather than offering a solution, such as investigating the problem, this so-called manager escalated the situation unnecessarily. Zara Ankamall’s attitude toward customers is unacceptable. I demand a refund for the defective products immediately. I’ve already filed a complaint with the Consumer Arbitration Board and will recover my money regardless. I’m sharing my experience here to warn others about the poor quality of Zara’s products and the dismissive treatment their customers receive. Why should anyone shop at a brand that doesn’t stand behind its products?
It's been several days since I wrote the complaint, and no one has called or inquired. They clearly don't care about us. It's hard to understand how such companies can sell so much and survive in Turkey. I'm glad I applied to the Consumer Arbitration Committee. At least, one would expect a response or a call, even if it's just a lie. :d
